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Commercial Banking Specialist

2 months ago

Dubai, Dubai, United Arab Emirates First Gulf Bank PJSC Full time
Job Title: Commercial Banking Specialist

**Job Summary:**

We are seeking a highly skilled Commercial Banking Specialist to join our team at First Gulf Bank PJSC. As a Commercial Banking Specialist, you will be responsible for supporting the Area Manager and Relationship Managers in growing their assigned portfolio of liabilities customers in defined geographical markets.

Key Responsibilities:

  1. Customer Communication: Formulate and manage end-to-end processes for all customer communication, ensuring effective coordination with internal team members, product managers, and relevant stakeholders.
  2. Complaint Management: Ensure adherence to customer complaint management processes, including effective coordination with internal team members and relevant stakeholders.
  3. NPS Monitoring: Engage with process owners and internal stakeholders to monitor NPS scores and achieve benchmark scores for the unit.
  4. KYC Projects: Support the implementation of KYC-related projects and initiatives, ensuring timely processing of cases within agreed TAT/SLA.
  5. Customer Support: Receive inbound customer calls, attend to customer queries and complaints, and provide timely responses.
  6. AML Alerts: Obtain customer information and respond to AML alerts raised on assigned accounts within timelines.
  7. Charge Reversals: Seek approval and follow up for reversal of charges incorrectly debited and not as per Schedule of Charges in Agreed charges.
  8. Branch Coordination: Coordinate with branches for special clearing of cheques, delivery of return cheques to customer PO boxes, and issuance of foreign currency demand drafts/manager's cheques.
  9. Process Improvement: Proactively work to maximize customer satisfaction and requirements of clients, analyzing process issues to streamline the overall customer experience.

Requirements:

  • Graduate with at least 3 years of relevant local market knowledge in retail banking products and services.
  • Sound compliance, ops, or product or sales governance background.